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In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service.

When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide is Hazel Lane, Practice Manager.
  2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Practice Manager immediately. If the Practice Manager is not available at the time, then the patient will be informed when they will be able to talk to the Practice Manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Practice Manager. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing or by email, it will be passed on immediately to the Practice Manager, Debbie Berry.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  6. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 03450 154 033 www.ombudsman.org.uk.

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 08452 224 141, the dentists’ regulatory body for complaints about professional misconduct.

“I am a very nervous patient at the Dentist, but Kanusha Naidu was very understanding and kind when I had treatment. She explained everything and…”

Jackie W

“I've been using Parmar Dental for over 20 years and wouldn't go anywhere else, as the level of care is second to none, especially when…”

Sam B

“Everyone is so friendly and professional. Tonia at reception is lovely and helpful. Mr Parmar's assistant, Josie, always calms/reassures me. I would highly recommend them.…”

Donna R

“I’m a nervous wreck when it comes to dentistry, but I can honestly say I felt comfortable and relaxed from the moment I walked through…”

Daniel F

“I went in today for my children’s 6 monthly appointments. My 7-year-old had to have an X-ray and was very anxious; however, the staff were…”

Rebecca A

“Parmar Dental has been taking care of my teeth for 25 years. My dentist, Kanusha, understands my anxiety around all things dental and treats me…”

David W

“I just had two wisdom teeth out with Dr Parmar. I was nervous about it, and Dr Parmar and the nurse were so nice. They…”

Mills

“I can't explain how fantastic Dr Nilesh Parmar and his team were throughout my Dental Surgery. As a patient who was horrified by the 'dentist…”

Larissa F

“It's a really lovely surgery. It's clean and modern, and the staff and dentist are friendly and reassuring. I called in the morning and got…”

Karen

“We have recently joined this dental practice and have been so impressed with their service. Our dentist takes time to explain what is needed and…”

Gill and Allan G

“The dentist and dental nurse were lovely and caring. I was dreading the numbing injection, but he was really gentle. This experience was so different…”

Ruth B

“Parmar Dental is the best! I no longer have a phobia about going to the dentist, as all the people who work here are super…”

Jacqui P

“Very good practice. They make you feel comfortable when you arrive at booking-in on your appointment time. The dentist that I saw and the dental…”

Laurence G

“Amy has been my hygienist for quite a few years. She explains everything thoroughly and tells you to raise your hand if you need a…”

Sam N

“I can't fault the care I have received from Rhianna and her nurse, Aggie. I have had a course of treatment involving crowns to rectify…”

Pauline S

“We had an excellent experience at this dental practice after my mother started having mouth pain while we were visiting Leigh. Many thanks to Donna…”

Janet L

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